Sierra Wireless Inc. (sierrawireless.com)

PRODUCT

Sierra Wireless AirCard® 750

IBM ThinkPad 770X laptops

CUSTOMER
We are now living in a world where people are demanding improved customer service, increased efficiency, and most importantly, instant access to information. Keeping the mobile employee connected to real time information is a common challenge and government workers are facing the same issues in all areas of business.

The City of Niagara Falls in Ontario, Canada is dealing with this challenge head on by implementing a new mobile solution that is aimed at keeping its field force connected to mission critical information while improving the flow of information.

A one-hour drive from Toronto, Ontario, the City of Niagara is situated between two Great Lakes, and 30 minutes from Buffalo, New York in the United States. Niagara Falls businesses have the opportunity to serve 56 per cent of the industrial North American marketplace and offer direct business opportunities to a market area of 125 million people. Niagara Falls is strategically located in the heart of a booming consumer market and linked to the world by state-of-the- art communication technologies and diverse cultural roots.

With over 410, 574 residents living in the Niagara region, the City of Niagara Falls has evolved from a small community into a busy tourist destination attracting over 20 million visitors from all over the world on a yearly basis.

CHALLENGE

Improve mobility and efficiency of field workers at a reasonable cost.

The City of Niagara Falls has an efficient remote corporate application in place whereby government workers can access important information over the Internet via an online Terminal Services based solution. However, this solution was not available in real time from the field. What was missing was a wireless tool that would provide mobile workers with real time access to the Internet and the City's central network.

A common scenario before a wireless solution was implemented meant that City workers would visit construction and building sites, gather information, drive back to the office, and then enter information into a centralized network at the end of each day. Access to real time information was also not a reality. If field workers needed information quickly, they would need to place a call to City headquarters and another employee would be required to conduct research and investigate requests.

Building Inspectors needed a reliable solution that would allow them to continue working efficiently off site to file reports and meet with customers. Equipping government workers with notebooks and wireless access was part of the solution of empowering mobile employees at the City of Niagara Falls.

"Keeping our inspectors connected and in touch with real time information on the road is a real plus for us" said Mel Brown, Director of Building & By-law Services, City of Niagara Falls. "Implementing a Sierra Wireless mobile solution was the key to making our new wireless initiative a success."

SOLUTION

AirCard® 750 wide area PC Card powers IBM ThinkPad 770X laptops while operating over the Rogers AT&T Wireless network.

The goal of the City of Niagara Falls was to empower its mobile workers and transform the traditional mode of delivering service via a wireless network. By equipping its field force with notebooks and wireless access with the AirCard 750 GSM/GPRS PC Card operating over the Rogers AT&T Wireless Network, City employees can effectively operate on the road with real time access to company networks, and mission critical information.

Mobile employees are also using e-mail in the field to outline detailed messages and send important information to by-law inspectors. In the past employees would use the phone to deliver instructions but the use of e-mail has cut down on error and increased communication. The overall use of e-mail has enhanced field work and offered a convenience that was not available in the past.

With a notebook mounted to a tray on the inside of each City vehicle, the wireless solution ensures mobile workers receive both a consistent and secure connection when accessing the City's corporate network. By wirelessly empowering City vehicles with the AirCard 750, real time access on the road is possible. Employees can now bring their virtual office with them and access e-mail, the City's Intranet and corporate applications from their vehicle anywhere they need to be to get the job done quickly.

"Wireless technology has made everybody's desktop available remotely. This solution has enhanced the way we deliver service and provided a definite value add while working on the road," said Steve Norris, Manager of Information Systems, City of Niagara Falls. "The deployment of this wireless solution went beyond my expectations. Not only did we get what we wanted, but received the support we required from both Rogers AT&T and Sierra Wireless when we needed it."

RESULTS
The City of Niagara Falls reports that a wireless solution has enabled its mobile employees to save time and increase efficiency while working on the road. Filing reports from the field means that heading back to the office is spent on more important issues allowing the employee to work more productively. The wireless solution has helped deliver enhanced customer service by speeding up the process of filing and issuing reports, as well as the ability to access information in real time.

Remote access improves field workers productivity.
Real time access to information is cost effective.
Field workers stay securely connected to important resources.
Online access to corporate network helps eliminate paper trail.

"Implementing a wireless solution means that my employees can react quickly. Access to real time information with the AirCard 750 ensures our mobile force can be productive working in the field and respond to requests that are happening in real time," said Bob Judge, Manager of By-law Services, City of Niagara Falls.

THE FUTURE IS WIRELESS
Since experiencing the benefits of going wireless, the City of Niagara Falls is considering expanding service to other departments that require remote access to information. The City has plans to implement the same wireless solution to the rest of its mobile fleet including Municipal Works and the Fire Department.

"Our new mobile solution has offered new ways to communicate while working remotely. It keeps our team connected and in touch with important information. The added convenience of going mobile with the AirCard means we can also maximize the use of our existing resources and cut down on delays that occurred in the past," said Steve Norris.